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Module 2: The Importance of Service
Review Questions
You are on the phone with a very interested customer who is about
to buy some expensive routers. He decides to purchase them. However,
he does not see the value in purchasing a technical support service
contract upfront, and wants to proceed with a standard warranty.
The customer’s reasoning to you is, “If I already have
a Cisco warranty on the equipment, why would I need an additional
service contract?
How should you respond?
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Select the best answer from the choices below. |
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A. |
"Service contracts
and warranties differ, both in the length of coverage and
the deliverables entitled by each. Warranties often only cover
a period of 90 days and provide you with replacements for
defective parts. With a service contract that lasts one or
more years and is renewable, you not only can replace defective
hardware more rapidly, but you have access to technical support
and resources not offered under warranties."
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B. |
”Service contracts
offer some minor additional entitlements and services, but overall,
do not differ very much from standard warranties. Why don’t
you stay with the standard warranty for now, and if you decide
in the future to consider a service contract, we can discuss
them in further detail.
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C. |
”Service contracts differ greatly
from warranties. With a warranty, your coverage and entitlements
are limited. With a service contract however, you have unlimited
access to technical support and replacement of parts for the
life of your equipment. Service contracts are a deal that can’t
be beat."
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D. |
”Cisco warranties are somewhat
misleading and do not actually provide adequate protection from
defective hardware. I always recommend that my customers be
wary of Cisco warranties and choose a service contract instead." |
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